Call Centre Assistant

Organizational Context and Scope:

Established in 1951, and operational in Pakistan since 1981, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, inter-governmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

Over the years, IOM has expanded and affirmed its role as the leading Organization assisting the Government of Pakistan to ensure humane and orderly movement of people by devising practical solutions to shifting dynamics of migration, protecting, assisting, and supporting vulnerable migrant populations, promoting international cooperation on migration issues and serving as a key source of advice on migration policy, research, data and practice.

In line with national priorities, IOM is implementing variety of interventions to address gaps in humanitarian-development-peace nexus and respond to the needs of the most vulnerable population. To further strengthen and streamline its management processes aiming to strengthen accountability to affected populations in Pakistan, IOM Pakistan has a dedicated Call Center as a formal channel between affected communities and IOM through which complaints and feedback are registered and resolved, and responses are provided in a timely, confidential, and safe manner.

Under the overall supervision of the Senior Programme Coordinator and the direct supervision of the Call Center Supervisor, the Call Centre Assistant will be responsible for the following duties.

Responsibilities and Accountabilities:

• Answer phone calls and obtain the callers’ information as per required protocol.
• Provide related accurate and sufficient information to callers regarding IOM activities and services available, such as counter-trafficking in person and smuggling of migrants, humanitarian assistance, migration, etc.
• Handle sensitive complaints/feedback in line with “do no harm” principles.
• Assist the callers on routing their calls for further information regarding specific and unique concerns that may not be addressed through the call.
• Compile issues and complains of the callers through incoming calls and report it to the supervisor.
• Update and maintain personal copy of staff directory and other resources to ensure accurate dispensing of information.
• Regularly update the directory of all information related to issues raised by the callers and overall activities and share updated document with the supervisor.
• In coordination with the supervisor, liaise with other IOM staff on a regular basis especially for updates on unique situations that require specific response(s).
• Ensure functionality of the call centre and it instruments/facilities and reports the problem of facility to the supervisor in timely manner.
• Perform such other duties as required.

Required Qualifications and Experience :

Education :

• Completed Bachelor’s degree from an accredited academic institution, preferably in Communications, International or Public Relations, Journalism or related field with at least 1 years of relevant experience.
• High school degree with at least 3 years of relevant work experience.
• Additional studies in Migration, Development Studies and Political Science is an advantage.

Experience :

• Excellent verbal communication and interpersonal skills.
• Ability to operate basic computer software, use of email and web browser.
• Ability to handle a high volume of calls, fast typing is an advantage.
• Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds.
• Experience of working with UN agencies or other international organizations is an advantage.

Languages:

Required:

• Fluency in Dari/Farsi,Pashto , Sindhi with Urdu and English is required (oral and written).

Desirable :

Working knowledge of Dari and Sindhi would be desirable

Only short-listed candidates who is matching required criteria for the position will be contacted by IOM

IOM provides equal opportunity to all qualified female and male including the physically challenged candidates